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121 CRM

121 CRM playbook · Human handover

Transfer a conversation or workflow to a person with the context, authority and stop controls needed to help.

A fictional chat flow hands a pricing exception to Imran with the transcript, customer and requested deadline. This playbook turns that kind of situation into an owned sequence with explicit stop points, exceptions and measures. Use only channels, data and capabilities approved for your setup.

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Fictional workflow demonstration

Follow human handover from start to next action.

The coded interface shows an example sequence using fictional data and does not expose a live CRM account.

121

Northstar Joinery

Follow up consistently, with people in control

AR
OverviewContactsInboxPipelineAutomation

Follow up consistently, with people in control

Build the sequence, review each decision and test an exception before activation.

Draft v0.4

This example stays on this page and does not send messages or change CRM data.

Illustrative 121 interfaceAll people, organisations, dates and activity are fictional. Any figures are illustrative. Controls demonstrate interaction patterns, not enabled account features.

What supports the playbook

See what the CRM can coordinate — and where your team steps in.

The CRM can organise the sequence, but the business still sets the rules, checks consent and handles the moments that need human judgement.

Capability 01

Conversations inbox

Brings supported connected message threads into a shared operational inbox.

How it works
Handles an eligible customer interaction through a configured inbox, number or connected channel.
Why use it
Helps a team see the customer history and coordinate replies from one working view.
Plan for
Delivery, message types, geographic coverage, approval and charges vary by channel and provider.
Your team owns
A person must own sensitive conversations, failed delivery and any situation outside the approved script.
Capability 02

Tasks

Creates assigned, dated and optionally recurring actions against contacts or opportunities.

How it works
Tracks a potential deal, stage, owner or task using configured pipeline and record rules.
Why use it
Turns the next step into owned work instead of leaving it inside notes or inboxes.
Plan for
Pipeline position is only reliable when users and workflows update it consistently.
Your team owns
A responsible owner must qualify the deal, choose next actions and resolve stale or disputed status.
Capability 03

Conditions and branches

Routes a record through different configured steps when relevant data or events differ.

How it works
Runs an ordered sequence only after its configured trigger and conditions are met.
Why use it
Lets one process handle common variations without pretending every customer is the same.
Plan for
Automation follows its configuration; it cannot repair poor data, unclear rules or an unavailable external service.
Your team owns
A process owner must approve, test, monitor and pause or correct faulty automation.
Capability 04

Goals and exits

Moves or removes records when the configured outcome or stop condition has been met.

How it works
Runs an ordered sequence only after its configured trigger and conditions are met.
Why use it
Helps avoid continuing follow-up after the customer has already acted.
Plan for
Automation follows its configuration; it cannot repair poor data, unclear rules or an unavailable external service.
Your team owns
A process owner must approve, test, monitor and pause or correct faulty automation.

Entry criteria

Begin with a valid trigger, enough context and one owner

A configured condition identifies that automation should stop or human judgement is needed. Before any automated action, confirm that the event, customer record and communication basis are suitable for this playbook.

Trigger

A configured condition identifies that automation should stop or human judgement is needed.

Practical scenario

A fictional chat flow hands a pricing exception to Imran with the transcript, customer and requested deadline.

Human decision retained

Accountable owner

Name the person or queue that accepts the work, monitors exceptions and can stop the sequence.

The sequence

Run the human handover playbook step by step

Each step should leave evidence a colleague can understand. Timing and channels should follow the customer context rather than a generic high-pressure cadence.

1. Recognise the handover point

Use explicit triggers such as customer request, low confidence, complaint or commercial exception.

2. Stop unsuitable automation

Prevent parallel messages while a person reviews the case.

3. Package the context

Include customer, conversation, actions already taken and the decision needed.

4. Assign with an expectation

Give a named owner, queue, priority and due time.

Close the loop

5. Confirm completion

Record the decision and whether automation may resume.

Owner, timing and exception

Make the operational state easy to review

The supporting view keeps the next action and human checkpoint visible around the automated steps.

121 CRM · Connected operations

Book discovery

October · illustrative availability

MTWTFSS1234567891011121314
11:3014:00

Appointment sequence

Booked

Calendar entry created

1 day before

Reminder scheduled

Exception

Owner reviews a reply

Journey summary

New

24

Illustrative

Owned

21

Illustrative

Due

4

Illustrative

Website
Referral
Direct
Illustrative exampleAll dates, counts and workflow states are fictional. Availability and behaviour depend on the agreed setup.

Exception paths

Stop the normal route when the facts change

Exceptions are part of the process, not failures to be hidden. Route them to a person with the authority and context to decide what happens next.

Human review

No owner available

Use the agreed cover queue and tell the customer the realistic response time.

Human review

High-risk issue

Escalate to the authorised specialist path immediately.

Human review

Automation cannot be stopped

Contain the issue, communicate honestly and fix the control before reactivation.

Operational review

Measure whether the work became safer and clearer

Use measures that reveal ownership, service quality and control. Counts of messages, tasks or workflow runs are supporting signals, not proof of customer value.

Handovers accepted within the stated window

Measure real ownership.

Context complete at transfer

Audit avoidable customer repetition.

Messages sent after handover

Treat as a control failure.

Questions about this page

Useful answers, without the sales fog.

1. When should the human handover playbook start?

A configured condition identifies that automation should stop or human judgement is needed. Confirm the record is eligible and that a named owner or monitored queue is available before allowing customer-facing action.

2. Which channels should the human handover playbook use?

Use only configured channels that suit the purpose, customer preference and consent position. Give each channel a distinct role and check provider availability and usage charges before launch.

3. When should human handover automation stop?

Stop when the purpose is complete, the customer responds or opts out, the data conflicts, or an exception needs judgement. In this playbook, pay particular attention to no owner available, high-risk issue, automation cannot be stopped.

4. How should we judge whether human handover works?

Review handovers accepted within the stated window, context complete at transfer, messages sent after handover. Combine the numbers with sampled records and customer context; do not treat activity volume as a business outcome.

Read all CRM questions

Continue the journey

Team inboxWorkflow branchesSecurity and dataPipeline hygiene

Delegate the work. Keep the human.

Ready to organise the customer journey?

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121 CRM

Your customers. Your conversations. Your business. Organised around clear ownership and human decisions.